Anticipate know what your customers want before they do / [electronic resource] :
Bill Thomas, Jeff Tobe.
- Hoboken, N.J. : John Wiley & Sons, 2013.
- v, 218 p. : ill.
Includes bibliographical references and index.
Strategy: creating and destroying customer value -- Doing the right things for the wrong reasons -- Not all customers are good customers -- When customers speak who hears them? -- Input is vital but involvement multiplies the value -- It takes two -- Customer focus is a process, not an event -- Culture, the soft stuff is the hard stuff -- Managing change, performance & talent -- Leveraging your culture and value chain.
Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.